As Customer Service Supervisor at Reliant Park, Jesse Macias serves as an important connection between customers, venue partners, and Smart City Networks’ operations team, helping turn event requirements into coordinated services onsite. His experience in several positions has given him a well-rounded understanding of both the customer journey and the work required behind the scenes to support an event.
In this Smart City Spotlight, Jesse discusses his career growth, the transition from the FIFA World Cup to the NFL season, the teamwork required to serve one of the country’s most versatile event destinations, and even the children’s book inspired by his daughter that he is developing outside of work!
Jesse Macias, this is your Spotlight!
Hello Jesse! Let’s start with your journey. Can you tell us a little about how you started with Smart City and how you eventually reached your current role at Reliant Park?
J: I started my journey with Smart City in November 2022 at the San Diego Convention Center as a Customer Service Representative. During my time there, I had the opportunity to learn more about the event industry, our services, and the role Smart City plays in helping bring events together. I was eventually promoted to Event Coordinator, which gave me the opportunity to take on more responsibility and continue developing my skills.
From there, I made the move to Houston and joined the team at Reliant Park, where I stepped into my current role as Customer Service Supervisor. Each position has given me a different perspective on what we do, and I think having that experience has helped me become more well-rounded and better understand both our customers and our operations.
What are some of your primary responsibilities in your current role?
J: A big part of my role is being the connection between our customers, our venue partners, and our operations team. I work with customers to understand what services they need, build estimates and orders, coordinate those needs with our operations team, and make sure everything is ready when they arrive onsite. At a venue like Reliant Park, there are always a lot of moving pieces, so communication and organization are a huge part of what I do.
What does a typical day look like for you?
J: One thing I’ve learned working at Reliant Park is that there really isn’t a “typical” day. I might start the morning working on estimates and answering customer emails, then move into coordinating an upcoming installation with our operations team, helping an exhibitor with an order, or working through something for an event already taking place. At the same time, we’re usually preparing for several future events. You learn pretty quickly how to prioritize, adjust, and keep things moving.
Do you have a favorite memory or two from your time here?
J: Some of my favorite memories have come from seeing our team successfully complete major events like the FIFA World Cup. There is something really rewarding about seeing an event come together after weeks or even months of preparation. You see all the emails, meetings, changes, installations, and problem-solving that happen behind the scenes, so when the event is successful, you get to look around at the team and know that everybody played a part in making that happen. And how many people can say they have been able to attend 7 World Cup matches?
What motivates you to do this work every day?
J: For me, it’s knowing that the work we’re doing behind the scenes contributes to the experience people have when they come to an event. Most attendees will never see everything that goes into making an event happen, and that’s actually part of what makes it rewarding. When everything works the way it’s supposed to and the customer has a great experience, you know you’ve done your job.
Do you have a favorite event so far? Why?
J: The Houston Livestock Show and Rodeo has definitely been my favorite event to work. It’s such a huge event and there are so many different pieces involved that it really gives you an opportunity to see what our entire team is capable of. There is a lot of preparation leading up to it, and then once Rodeo starts, you’re supporting something that is happening every single day for several weeks. It can definitely be challenging, but seeing everything come together and knowing the role our team plays in making it successful makes it one of the most rewarding events for me.
Your team has spent the past several months preparing for and supporting FIFA, and now you are moving directly into the NFL season. What is involved in making that transition, particularly from a customer service standpoint?
J: From a customer service standpoint, a lot of it comes down to staying organized and being able to shift your focus quickly. FIFA required months of preparation and a tremendous amount of coordination. Once that ended, there wasn’t a huge break before our attention had to shift to the Texans and the NFL season. That means reconnecting with our returning customers, confirming what they need for the new season, preparing estimates and orders, and working with our operations team to make sure everything is ready for game day. The biggest thing is making sure the customer never feels how busy that transition is behind the scenes.
FIFA matches and NFL games can bring very different audiences, expectations, and operational needs. How does your customer service approach shift from one event to the next?
J: I think the foundation of good customer service stays the same, but you have to understand the customer you’re working with. With an event like FIFA, there were a lot of unique requirements and people we may not normally work with throughout the year. With the NFL, we have a number of returning customers who already know the building, our team, and what they typically need. Being familiar with those customers allows us to anticipate some of their needs, but you also can’t assume everything will be exactly the same as the year before. For me, it’s about listening first, understanding what they’re trying to accomplish, and then figuring out how Smart City can best support them.
With NRG Park returning to the Reliant Park name, what does that change mean for the venue and the people who work there?
J: For those of us who work here every day, I think it’s exciting to be part of another chapter in the venue’s history. The name may be changing, but the expectations for the people working here don’t change. This is still a venue that hosts some of the biggest events in Houston and in the country, and there’s a lot of pride that comes with being part of the team behind those events.
What do you think sets Reliant Park apart when it comes to event execution?
J: I think one of the biggest things that sets Reliant Park apart is the variety and scale of events we’re able to host. We can go from Rodeo to a major convention, a concert, an international event like FIFA, and then right into Texans football. Each one has completely different needs. Being able to make those transitions successfully takes a lot of communication and cooperation between the different teams throughout the property.
How would you describe the working relationship between Smart City Networks and Reliant Park?
J: I would describe it as a partnership. Our success is tied to the venue’s success, so it’s important that we communicate and work together. There are always going to be challenges when you’re supporting events at this scale, but having strong relationships with the Reliant Park team allows us to work through those challenges together and ultimately take care of the customer.
How would you describe your team culture within your center?
J: Our team has a very “whatever it takes” mentality. Everyone has their own responsibilities, but when we’re in the middle of a major event, those lines can become a lot less important. If somebody needs help, we step in. We communicate, problem-solve, and work together to get the job done. I think going through so many large events together has helped us build a lot of trust in one another.
Overall, are there any skills you’ve developed here that have surprised you?
J: One of the biggest areas I’ve grown in is understanding the technical side of what we do. I came into Smart City much more focused on customer service, but over time I’ve learned a lot about internet services, networking, telecommunications, and what actually has to happen behind the scenes to deliver the services we’re selling. I’m definitely still learning, but being able to understand both the customer service and technical sides has made me much more confident in my role.
I’ve also learned a lot about staying calm and finding solutions when things change quickly. In the event industry, the original plan isn’t always the plan you end up with.
Are there any lessons you’ve learned here that you think are valuable for others starting at Smart City Networks?
J: Ask questions and don’t be afraid to admit when you don’t know something. There is so much to learn at Smart City, especially when you’re first starting, and nobody is going to know everything. Some of the most valuable things I’ve learned have come from asking our operations team questions, listening to people who have more experience than me, and then applying that knowledge the next time I run into a similar situation.
I would also say to never underestimate the importance of relationships. Whether it’s with a customer, a venue partner, or someone on your own team, building trust makes everything easier when you eventually have to work through a difficult situation together.
And to wrap up, what’s something fun that people might not know about you?
J: Something people might not know about me is that I’ve been working on creating a children’s book called Maya the Monster, inspired by my daughter. It started as a fun idea and turned into a whole little world of characters based around her. It’s been a really fun creative outlet for me outside of work and something completely different from what I do every day.
We want to thank Jesse Macias for taking the time to reflect on his journey with our company! To read more Smart City Spotlights, check out our blog!
